Assistant Front Office Manager - The Ricardo Marriott

ASSISTANT FRONT OFFICE MANAGER 

DEPARTMENT: Front Office  

REPORTS TO: Front Office Manager  

STATUS: Exempt 

POSITION SUMMARY: 

The Assistant Front Office Manager supports the Front Office Manager in overseeing all front desk operations, ensuring smooth check-in/check-out processes, guest satisfaction, and team performance. This role acts as a supervisory leader for the Front Desk team, assisting with daily operations, staff development, and maintaining Coury Hospitality’s service standards. 

PRIMARY JOB DUTIES: 

• Ensure all guests receive professional, courteous, and personalized service. 

• Handle guest inquiries, requests, and complaints promptly and effectively. 

• Oversee VIP arrivals, group check-ins, and special guest accommodations. 

• Assist in managing daily operations of the Front Desk, including reservations, check-ins/check-outs, and billing procedures. 

• Monitor occupancy, room assignments, and guest flow to maintain efficiency. 

• Ensure accurate use of the Property Management System (PMS) and adherence to operational procedures. 

• Supervise and support Front Desk Agents, Concierge, and Guest Services staff. 

• Assist with training new employees and coaching team members on service standards and procedures. 

• Maintain a positive, professional, and service-oriented work environment. 

• Resolve guest issues or service challenges escalated by staff. 

• Ensure effective communication between departments regarding guest needs. 

• Support the Front Office Manager in implementing service recovery and operational improvements. 

• Assist in preparing daily front office reports and shift logs. 

• Monitor departmental performance metrics and provide feedback to management. 

• Support scheduling, payroll, and attendance tracking as required. 

• Communicate effectively with Housekeeping, Security, and other departments to ensure guest satisfaction and operational efficiency. 

• Collaborate with Sales, Events, and Banquets teams for group arrivals and special events. 

Additional tasks and responsibilities may be assigned at the discretion of the manager.  Furthermore, tasks and responsibilities may be added or revised based on the volume of business and the need for the work to be completed at the present time. 

KNOWLEDGE, SKILLS AND ABILITIES: 

• Bachelor's degree in hospitality management or related field preferred. 

• 3–5 years of front office experience in a hotel or resort setting. 

• Previous supervisory experience preferred. 

• Strong knowledge of front desk operations, PMS systems, and hotel procedures. 

• Excellent communication, problem-solving, and leadership skills.